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morovatdar's profile

Tutor

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5 Messages

Tue, Oct 15, 2019 10:59 PM

Balance in a member line in a multi-Line plan

Hi. I bought two prepaid sim cards for myself and my wife two months ago (one $40 and one $50 with autopay option) when we entered the united states as international students. After a month I decided to change both plans to $35 in a Multi-Line discounted plan (totally $50 with autopay and multiline discounts). Because I was on autopay and I did not want to be charged $90, I did this two days before the due date. Surprisingly at&t not only charged me $90 agian but also disconnected the member line (my wife's) and asking for another $2 payment. I wanted to pay $2, but the minimum payment was set $10, so I paid $10 which means totally $100!!! and $50 more than what I supposed to pay.

As I checked in my wife's pre-paid account, I saw there is a current balance of $65. I don't know why when as the owner of the multiline I do all the payments, the balance went to her account. I waited till this month and at&t charged me another $50 for two lines, and did not touch my wife's current balance. As we have been overcharged by at&t, how can we use this balance before it will be expired in less than two months?

sandblaster

ACE - Expert

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60.9K Messages

3 years ago

As long as she is a member of your multiline account, her balance can only be used for add ons for her line. If you want to use that balance for a plan, you will need to return her line to an individual line. I have heard that you can also get her balance transferred to your account by calling.

Tutor

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5 Messages

3 years ago

I saw in a post that the balance of a member can be transferred to the owner.

https://forums.att.com/t5/Account-Usage/website-suggests-balance-transfers-on-multi-line-are-possible/td-p/5861928

In my case it is clearly not my fault and it is because of a bug in paygonline.com website. First I should have not been charged for our previous plan rates, and second if the multi-line was happened to be activated before my change of plans, the remaining of the balance should have been transferred to the owner as stated in FAQ https://www.att.com/esupport/article.html#!/wireless/KM1202693/faq/what-happens-to-my-balance-if-i-join-prepaid-multi-line-account?gsi=4C9eKfk

 

Please help me with this  @ATTCares

sandblaster

ACE - Expert

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60.9K Messages

3 years ago

Very unlikely ATTCares responds. You need to call.

Tutor

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5 Messages

3 years ago

Thank you for the info.

How can I talk with an individual in at&t? There is no real person to answer when I call.

I even went to the at&t store that I have bought the SIM from, and they told me they do not have any access to pre-paid accounts!

Tutor

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5 Messages

3 years ago

I called and talked with an agent. He told me that he can not transfer the balance but I can transfer it from my wife's account to my account with the "give a gift" option in the menu bar. I told him that it asks my wife's card number for the gift but he insisted that it will deduct from the balance not the card, and will transfer the balance to my account. I did the same and the balance has not been transferred and the amount was deducted from the card. So my balance is doubled in my account and my wife's account.

It is really a shame that an at&t rep. does not know how the system works, or they may try to mislead people.

@ATTCares support service is awful!

Tutor

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5 Messages

3 years ago

Today they called me from at&t and transferred the balance from my wife account to my account.

Thanks

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